Automations

300 Topics

thusep8652Top Contributor

I am trying to create a service request. I can’t seem to pass along a subject or other ticket information. Is there a way to pass this as part of the service request creation call? https://DOMAIN.freshservice.com/api/v2/service_catalog/items/114/place_request Payload:{ "quantity": 1, "subject": "Useful Subject", "email": "user@acmecorp.com", "custom_fields":{ "partner_name" : "ACME Corp", "partner_country" : "United States" }}Response:{ "description": "Validation failed", "errors": [ { "field": "subject", "message": "Unexpected/invalid field in request", "code": "invalid_field" } ]}

1 year ago

RGHDApprentice

asked in Automations

PA Create Guest Users Azure

Hi,i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. Im able to do it via MS Forms and PA. But i do not know how to build something like that with FS.Any help is much appreciated! Kind regards,Ralf

2 years ago

tomk940Apprentice

asked in Automations

Microsoft Active Directory Orchestration Other_Attributes not working

Hi All I have a rule to create a Active Directory Group from a ticket.It works fine until i try and get it to also add in the email address via ‘other_attributes’.When i try it says it ‘successfully’ creates the new Distribution group but it doesn’t.this is the line of code we are using-OtherAttributes @{'proxyAddresses'=SMTP:{{ticket.ri_170_cf_email_address_for_new_group}}};'mail'={{ticket.ri_170_cf_email_address_for_new_group}}} e.g. the placeholder just points to a correct email address{{ticket.ri_170_cf_email_address_for_new_group} = test.test@tom.com The fields in AD i am trying to add this email address to is just the email field in the General tab and proxyAddresses in the ‘Attribute Editor’ tab of Active Directory. I presume i am just doing the formatting wrong but can anyone help? Tom

2 years ago

maxlehot1234Skilled Expert

asked in Automations

Workflow action based on api results (GET+PUT)

Hi,I setup a huge employee onboarding workflow base on employee office city.I want to be able to change the department of a ticket base on the “department” field in the form.HR will use the form and indicate the employee Department using a dropdown base on the department section of freshservice.I want to use the API to GET the ticket detail including department id:https://example.freshservice.com/api/v2/tickets/8361It works perfectly.After that, I copy the JSON, put it inside JSON analyser app, but when I try generate the output, I see this: My guess is because the field is a text one, but FreshService use a number: 19000261110Is it possible to convert this value receive from text to a number without using condition, becacuse I will need to clone too many things which will take me a lot of hours of time to clone everything 6 times for our 6 departements for each branch in the workflow which mean more than 200 things to clone at the end because there is no copy+paste option in workflow

2 years ago

BobbyBMoreSkilled Expert

asked in Automations

Out of the Box Ticket Automations and Templates?

Hello All - Please see the Academy training video here: At 3:08 she explains how when you reply to a ticket, it should auto assign unless an admin disabled this automation. This automation does not exist and I see no record of it.At 7:35 she explains how when an end user replies, the ticket status changes back to Open and the SLA clock starts again unless the automation was disabled by an admin. This automation does not exist and there is no record of it.Are these automations out of the box and should they be in my environment? They are not listed. Is there a repository of ticket automation templates that I can view and “import” into my environment? Thanks

2 years ago

v.annnpsContributor

asked in Automations

Automatically creating a copy of an incident

Hi,We are trying to automatically create a copy of an incident for another group to use for their own work and records. The standard workflow automater and scenario automations do not appear to have an option to create a copy of an incident. I have dabbled a bit with webhooks to try to trigger the creation of another ticket when one is updated with a specific category, but I am receiving a 400 error. I have put the callback URL as https://(domain).freshservice.com/api/v2/tickets. Encoding is JSON, Simple with just a couple of details to test the process, Inline Credentials, API key appears correct. I can see it activate in the activity of the ticket, but it always returns back failed. Any tips or other ideas in how I can have a duplicate ticket created and assigned to a group automatically when the ticket is updated?

2 years ago

JonOTop Contributor

asked in Automations

Monitoring the orchestration server

Hello! Our orchestration server went offline (Orchestration center/orchestration server) and we had some tickets that failed to automatically get fulfilled. Other than looking for failed tickets has anyone found a way to monitor the service programatically ?

2 years ago

jorn-morten.innselsetSkilled Expert

asked in Automations

Escalation trigger

This automated feature for pro-active intervention is neat, but unfortunately only available in Freshworks. Any way to replicate this in Freshservice using e.g. workflows?

2 years ago

johnlinuApprentice

asked in Automations

Additional supported attributes to create a fresh service ticket

Hi,We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes."subject" "description" "email""priority""status""custom_fields" : { "application" }We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link."group_id" "department_id" "category" "sub_category" "item_category"But we are getting the below error and would like know the supported attributes in the payload."Errortype": { "identifier": "BAD_REQUEST", "parentErrorType": { "identifier": "ANY", "namespace": "MULE" } Let me know if I need to provide any other details. Any help is appreciated. Thanks,John Linu

2 years ago

kfichtnerApprentice

asked in Automations

FreshService and PowerAutomate with Okta Auth

I would like to connect freshservice to power automate. I have been told by both Microsoft and Freshservice this cannot be done due to using Okta. I am trying to use the power automate custom connector but I just don’t know how to fill it out properly. Here is the Auto task I want to make:https://powerautomate.microsoft.com/en-us/templates/details/185f8ad3feed4ba19b6bdfae021eca28/create-a-freshservice-ticket-when-a-form-is-submitted-with-microsoft-forms/ I have been trying to use https://api.freshservice.com/v2/ and I was able to fill out the curl request, but I am not sure how to get that translated over to Power Automate. I also thought about using the OAuth 2.0 but Okta uses SAML2.0. I have also tried the information from: but it uses basic auth and not much help on the custom connector.

2 years ago

kenrisdonTop Contributor

asked in Automations

Workflow automation with condition "loop"

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down. In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account. I then want to be able to check if other options were selected from the forms drop down. Which will then create separate tasks to create specific accounts. Is there a way to “loop” down to the next Condition after the first Condition has a positive result? Is there another/better way to do this? Thanks.

2 years ago

ITservicedeskTop Contributor

asked in Automations

Auto approve child SR if parent approved

We are currently setting up some bundle Service Requests and have workflows created for a few of the individual items. When these items are approved individually the workflow kicks off to take action.When using the bundle feature and combining the catalog items into one ticket, it is causing some confusion and issues with the workflow. We would like to use the feature to separate the items into individual child tickets, however there is then an approval process of each of the child tickets as well.Is there something I’m overlooking, or easy workflow that could be created to link the child ticket approval processes to the parent ticket. This way one approval would address all the child tickets as well.Thank you,

2 years ago

keefe.andrewsSkilled Expert

asked in Automations

Workflow permissions

We are providing access to FreshService features to departments outside of IT now and from a security standpoint, is there a way to limit app access within the Workflow Automator? One example of a potential risk is that an agent outside of IT or HR would be able to access our Azure and AD app integrations which include powerful permissions such as creating users, adding users to groups, etc…Has anyone experienced this and been able to come up with a solution?

2 years ago

m.dinnocenzoApprentice

asked in Automations

Complete listing of endpoints available to the web hooks?

I am working in the Asset workflow automator to create a Purchase order when a consumable inventory is low. I have been able to create and test every step of my automator successfully except for the webhook to create the purchase order. I have ended up using the advanced payload so that I could specify different items from a web request to filter assets based on the name and type to get the available quantity data. I have set the asset type to consumable on creation of the workflow and as such it should have the context of the asset type id available.This is the basic configuration:Basic webhook configuration The payload for the body is as follows, utilizing some of the parsed fields to make this as dynamic as possible:{ "vendor_id": {{P1.root.assets.assets_object.type_fields.vendor_21000057429}}, "name": "Purchase Order for{{P1.root.assets.assets_object.name}}", "po_number": "AutoPO - {{current_date_and_time}}", "vendor_details": "string", "shipping_address": "{{asset.requeste

2 years ago

jon.mouTop Contributor

asked in Automations

Creating Tasks within Workflows

Hello! Is there a way to create a task in a ticket workflow and have that task then trigger a task workflow? We have a workflow that creates several tasks and then a task workflow that goes through and performs some automations on those tasks. It seems like creating the task through the workflow doesn’t allow it be triggerable in another workflow.

2 years ago

Daniel SöderlundSkilled Expert

asked in Automations

Expression Builder expressions

if(regexMatch('{{ticket.tags}}', "Step2"), if(regexMatch('{{ticket.tags}}', 'Manager'), "{{P1.root.requester.reporting_manager_id}}", "{{R3.namedapprover1}};{{R3.namedapprover2}};{{R3.namedapprover3}}"), if(regexMatch('{{ticket.tags}}', "Manager"), "{{P1.root.requester.reporting_manager_id}}", "{{R2.namedapprover1}};{{R2.namedapprover2}};{{R2.namedapprover3}}"))I have created this expression. The test say it’s OK But I can’t click on done then I get “Invalid Syntax - Operands are mismatched.” My idea of this i to have one send approval block and use the result of this expression for how to send to.

2 years ago

Drone LegendsApprentice

asked in Automations

Create "Assigned Task Completion" notification workflow

We are tyring to create a customer workflow where:Person 1 creates a new deal Person 1 creates a task within that new deal Person 1 assigns that task (makes owner) to Person 2 Person 2 completes the task and marks it complete Person 1 recives a notification (email or other) that Person 2 completed the taskSeems so basic, yet we can’t fina a way to make this work.

2 years ago

mythumbsclickSkilled Expert

asked in Automations

New employee service request automations - wait for manual confirmation by agent

HiNew customer of Freshservice here. I have query with regards Service Requests. I have setup a service request for new user onboarding which is backed by an workflow automation to setup the user in AD, add to security groups and do a bunch of other cool stuff. Works well. The success of this process relies on accurate information being input by the requester (HR) filling out the service request form. Is there a way that the automations are not started until a member of the IT dept checks the service request first and then ticks a box for example to confirm they are happy for automation to be kicked off?

2 years ago

mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

HiI have a service request with Workflow Automator (AD on-prem integrated) to create the user. This works well and i have tested the Password Generator - Orch app to generate a password and this works fine. The problem i have is that we use a secure passphrase with 3 or 4 random words so users can cope with typing in for initial login before being forced to reset. It would be ideal if there were a way to Automate creation of a random passphrase.Do you have any suggestions on how I can achieve this?

2 years ago

UmeracleApprentice

asked in Automations

Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team

Hi All,Was wondering if anyone’s split their Freshservice ticket system into different groups such as IT, HR, Site/Estates team? We want our end users to be able to send a ticket to us and it assign that ticket to the designated group such as an IT Request will go to IT group and HR Request will automatically assign it to HR. Only issue we may find is when end users send tickets via email - not sure how that will determine which group it will go to. Hope that makes sense but any tips would be helpful as we don’t want to purchase a complete new license and new freshworks under each department group. Regards,Umer

2 years ago

alephtaphContributor

asked in Automations

Automatic workflow for shared folder access

Hi everyoneI’m trying to implement a workflow where a user can request the access to a folder through the service catalogue. I was thinking to accomplish it this way:User request and fills in the request form the exact name of the folder i.e., Marketing - this is working The workflow starts with the AD orchestration “get group” properties managedby - this is working I use the field from the request form a syntax and add our groupname prefix AD orchestration “Get User Details” adding the result from managedby to the name field - this is working Send email for approval - here I have the issue. How can I accomplish to send an email to the result of the user details. I can take the SAM account name, which is the email address in our case.Thank your for all your suggestions.

2 years ago

pietermtzlApprentice

asked in Automations

Unable to lookup contact from email via the API

I am trying to integrate freshsales into our main application, at the moment I am just trying to connect contacts in freshsales to users on our system. I can use the api to create users, and lookup them up by id, but when I try to look them up by email I get this error{ "errors": { "code": 403, "message": [ "You are not authorized to perform this operation." ] }}I am the admin of the account and as far as I can see have all the permissions that I can have. What is going on here?

2 years ago

LorneHContributor

asked in Automations

Sales Sequence versus Workflow in FreshSales

What are the benefits or drawbacks of using Sales Sequences versus Workflows in automating tasks like email and updating/ tracking lead stages. I have inherited a system that uses lots of workflows and no sales sequences and I’m not sure why my predecessor chose one way exclusively; if there is any guidance on when each option is better, please add your opinion.

2 years ago

stevemcTop Contributor

asked in Automations

Can a contact be processed by a Sales sequence multiple times?

I’m using “Add contacts to the sequence” with “Add by conditions”. I would like to understand if a contact can be processed by a sales automation more than once. I can’t quite tell from documentation if this is the case.I know that for Journey’s there is specific configuration to indicate if a contact can repeat a journey. I don’t see similar configuration on Sales Sequences.In my example, I have a Sales Sequence that uses “Add Contacts to the sequence” with “Add by Conditions” using the following conditions: The sequence sends a single email and completes. Question 1: Will the contact get multiple emails, one for each day after Training start date if the Training status stays as Enrolled?Question 2: If the start date is later changed and Training status put back in “Enrolled” status, will the contact be processed by the Sales Sequence again?

3 years ago

manuplusplusApprentice

asked in Automations

When a new ticket is created in FreshService, can it be automatically copied over to a SharePoint Online list?

Hi thereWhen a new ticket is created in FreshService, can it be automatically copied over to a SharePoint Online list (to be added as an item there)? How?Thank you.

3 years ago

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